Voice Analytics Features
Unlock a gold mine of conversational intel to better understand your callers
Key Features
Call Recording
Available on your inbound and outbound calls, 1-click listen from your call detail dashboard.
Keyword Tagging
Using Voice AI, automatically detect and report on keywords and phrases spoken during conversation. Understand the products, features and services that your customers are talking about!
Sentiment Rating
Using multiple data points of mood detection, each call detail displays green, yellow or red mood results.
PII Redaction
Utilize valuable call recording and transcription, but remove any sensitive data, such as social security or credit card digits from your transcriptions for security compliance.
Transcription
View and store written transcripts of all your inbound and outbound calls.
Call Scoring
Export call rating scores for a higher-level view of your team’s performance on calls.
Quickly learn your callers’ intents and buying behaviors through Conversation Analytics.
We make it easy to get started! Voice analytics can be turned on with a click of the mouse and will help answer these questions every business faces today:
- What are callers asking for most?
- What keywords do your customers use that you can leverage in your marketing strategy?
- Which call center produces the best success rates?
- How do you know when a call goes poorly?
- Is the overall mood better for your inbound or outbound calls?
- Which of your call takers converts the most calls?
What is Voice, Conversation or Speech Analytics?
Speech analytics, also known as voice or conversation analytics, is a set of tools that listen and detect key information from your inbound and outbound phone calls. Data points such as keywords spoken, caller mood, employee call handling performance and more can be automatically reported for instant and meaningful caller insights.
What is PII Redaction?
PII redaction is an integral part of call recording and transcription features, allowing you to securely record calls while automatically removing any sensitive data spoken such as social security or credit card number information.